Quality Assurance Analyst

Company: Teleperformance USA
Location: Port Saint Lucie
Posted on: November 16, 2023

Job Description:

Category : Quality Assurance
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.

Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population. This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard
Perform random checks on previously scored calls and review against client provided standard for analyst coaching and development
Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
Provide coaching feedback in coordination with QA Manager to site management on call monitoring analyses of agent call data
Meet individual daily and weekly call monitoring quotas
Complete phone time based on schedule as defined by QA management
Accurately compile, distribute and analyze daily, weekly and monthly QA reports by set deadlines as defined by QA manager
Complete all work assignments within deadlines given
Attend TP and client meetings and functions as assigned
Maintain a set work schedule allowing for flexibility based on business needs
Thrive as a team player in a fast paced, high energy, change oriented environment
Host and facilitate internal, external or QA team calibrations to track results and attendance
Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
Participate in any new policy training to ensure all policies are understood
Support management teams with representative quality execution
Support management teams in calibration session
Support new hire quality training and transition
Ensure all QA Analyst reporting and communication requirements are met
Perform other duties as assigned by supervisor or other members of management

QUALIFICATIONS

Must be at least 18 years old
Previous call center experience with four (4) or more of the following:

Bachelor's degree or equivalent experience
6 plus months experience as an inbound call center customer service representative
6 plus months experience as a mentor, trainer or acting supervisor

6 plus months of previous quality assurance experience
6 plus months of Trust and Safety experience
Analytical and problem solving skills

Ability to analyze and identify agent trending
Ability to assess individual and team performance
Advanced troubleshooting skills

Strong written and verbal communications skills
Strong leadership skills
Highly productive
Excellent organizational and time management skills
Excellent verbal and written communications skills

High level of expertise in company and client policies, tools, applications and practices
Experience with creating or compiling reports using various sources of data
Must be extremely detailoriented with the ability to develop thorough corrective and preventative plans
Must be extremely articulate and present a professional image as this position will have contact with clients and other departments
Experience with standard business applications including MSOffice (Excel experience a must)
Strong teambuilding and leadership skills focused on production oriented goals
Able to work independently and manage multiple priorities in an ever changing environment
Internal knowledge of TPUSA CSAT analytics processes
Excellent attendance history
Pass mandatory background checks which may include pre-screenings, drug tests and credit checks
Must not be on any step of the corrective process

Keywords: Teleperformance USA, Port St. Lucie , Quality Assurance Analyst, Professions , Port Saint Lucie, Florida